3 Contact Center Agent II Jobs in Houston, TX
San Jacinto College is Hiring a Contact Center Agent II Near Houston, TX
PRIMARY FUNCTION: Assist callers to the Contact Center (CC)
Essential Job Functions:
- Responds to inquiries via telephone and email that include the following information:
- Admissions application process
- Transcript process handling
- College testing process
- New student orientation
- Student account status, payment applicationand account hold information
- Financial Aid application process (FAFSA), including Federal Aid regulations
- Document verification process
- Payment plan options and refunds
- Academic date information, such as registration deadlines, application deadlines, financial aid deadlines
- Course program information and descriptions
- Completes call logs and call reports to capture call resolution notes and information that needs to be forwarded to additional departments for further resolution.
- Uses College ERP system to research and transmit confidential student information to properly identified student callers. Use of College account security application to reset passwords upon verified requests.
- Transfers telephone calls and forward emails accurately to internal departments upon request.Identify and escalate priority issues or tier II calls and transfer to appropriate personnel for resolution.
- Review call center metrics to compare individual performance with team benchmarks, including Average Answer Time, Average Talk Time and Average Ring Time.
- Mentors CC I agents regarding advanced call handling and resolution. Ensure proper handling of calls that need to be escalated to CC II agents for timely resolution.
- Assists with in-house training of Meador temps and part-time staff. Reviews FERPA, Financial Aid regulations, student confidentiality and changes to internal departmental business process chan
- Ability to demonstrate the College values
- A proven track record of effectively interacting with a diverse constituency group of people
- Ability to comprehend complex information and explain it to prospective and current students
- Knowledge of the operations of a community college and the enrollment process
- Strong interpersonal skills, outstanding customer services skills, ability to work with multiple projects within deadlines
- Ability to review student records and make decision for connections to complete student applications and registration process
- Assist with document preparation and assigned adjustments to students records
- Accountable for call quality, attendance, and adherence to work schedule results
- Ability to perform heavy phone and computer usage
- Effective communication skills to include: active listening, voice quality, grammar, articulacy, strong interpersonal skills, multi-tasking ability, conflict resolution and telephone etiquette skills
- Ability to tactfully discuss and successfully resolve caller issues that are escalated by Contact Center Agent I
- Banner knowledge preferred
- Campus department and process knowledge
- High school diploma or equivalent
- Associate degree from an accredited institution
- Three years of call center experience
- One year of higher education call center experience
Note: This position has opportunity for limited remote work arrangements with appropriate approvals and in accordance with the policies, procedures, and needs of the College.
Salary Grade: 105
Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule
Requisition Number: req5048
Posting Close Date: 6/28/2024
Job Summary
Full Time
$38k-50k (estimate)
06/28/2024
07/15/2024
sanjac.edu
LAS VEGAS, NV
1,000 - 3,000
1961
JACQUELIN RAYSON
$50M - $200M
Related Companies
About San Jacinto College
Pathways to Great Careers A 54-Year Tradition at San Jacinto College Valuable, job-ready skills the ones that move your life forward and link classroom to career distinguish an education at San Jacinto College. Our landmark setting near the storied Port of Houston gives San Jacinto Colleges students unparalleled access to world-class academic partners. Were in the shadow of NASAs spaceflight program, the worlds largest medical center and the nations busiest seaport for foreign trade. San Jac scholars are a real catalyst for economic prosperity in Greater Houston. And our historic ties to ind...ustry giants enrich our acclaimed programs in such high-demand fields as science, engineering and health. Today nearly 30,000 young men and women find their path at San Jacinto College. They nurture their aspirations with faculty mentors who know real-world success and apply deep career expertise to more than 200 academic and technical programs. Many San Jac students are creating a pipeline for seamless transfer pathways to four-year institutions. Others participate in our renowned Continuing Education or workforce training programs to sharpen their skills and boost lifetime earning power. Whatever path you take, youll find a friendly, big-hearted community at San Jacinto College. Our campuses are alive with free concerts, cookouts, social clubs, amazing theater and an extensive campus rec program for all skill levels, all free. Were home to nationally-recognized championship teams in baseball, mens and womens basketball and debate, and our students are active in countless volunteer and civic organizations. At San Jacinto College, you have a clear path to success. Where will it take you?
More
Show less
